Survey: Coop Pank’s service rated at the highest level
09.01.2026
For the second year in a row, a survey conducted by the customer service improvement company Dive has revealed that the Estonian banks which offer the best telephone service to their clients are Coop Pank and LHV.
Both banks scored the maximum 100% for their telephone service, closely followed by Luminor (99.44%) and Citadele (99.33%), then SEB (94.87%) and Swedbank (85.54%).
In terms of visits to branches, Coop Pank ranked third (98.46%) after SEB (99.5%) and Citadele (98.72%) and ahead of LHV (98.01%), Luminor (97.49%) and Swedbank (92.15%).
Head of Private Banking Karel Parve says that to be ranked first in telephone service with another domestic bank for the second year running is great recognition. “Here in Coop Pank we put a lot into providing our clients with excellent service every time they turn to us,” he said. “We’re lucky to have the customer service staff we do, because they really listen, and they always try to take a considerate approach and offer prompt, customer-focused solutions, whatever the channel.”
Parve says the bank’s goal is to offer a friendly, first-rate customer experience across all of its service channels: the Coop Internet bank, mobile app, customer support network and its 16 branches around the country. “To that end, we constantly invest in the development of our customer service, which includes incorporating AI-based solutions to support our customer-facing staff,” he explained. “The way we see it, combining smart technology with the human touch creates the best customer experience.”
Clients surveyed in two service channels
Using the ‘mystery shopping’ method, the Dive survey was conducted in Q4 2025 in two service channels: telephone calls and visits to branches.
A total of 10 calls and 10 visits were made to each bank, with the mystery shoppers seeking to open a current account. Altogether, 160 calls and 160 visits were made throughout the Baltic States, including 60 of each to banks in Estonia (LHV, Coop Pank, SEB, Luminor, Citadele and Swedbank).
As the leading customer service improvement company in the region, Dive Estonia regularly conducts surveys to provide objective information on the level of customer service in different sectors.
